Stuck on a mismatch between Predictive Routing queue depth metrics and WFM schedule adherence data. The queues show zero depth, yet adherence reports flag agents as unavailable.
We are running Genesys Cloud 2024.3 in a BYOC environment. The issue spikes during our Chicago timezone peak hours when shift swaps are active.
The /api/v2/wfm/schedules endpoint returns valid data, but the routing engine seems to ignore the updated availability status. Is there a known sync delay?
Any insights on forcing a real-time refresh of agent availability for predictive queues would be appreciated.